FAQ

DELIVERY NOTICE 

COVID-19 STATEMENT 

Due to the uncertainty caused by the global outbreak of Covid-19 we at SAAFI Frankincense are taking all the precautions as advised by the WHO and Government.

Therefore, and due to the containment in some countries, please expect some delays in some of our international shipping. We are working hard to deliver our services and to be as safe as possible.


General Questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.



Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the help desk.

 

Where do you ship?

We currently ship in the United-States, Canada, Australia, the UK and Europe.

For shipping outside of these countries, please reach out to our support through our helpdesk.



How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.



Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can choose these payment methods at checkout.

 

 

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: GBP, USD, CAD and EUR. 

If your credit or debit card uses another currency, then you will be charged in GBP, USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.

 

Do you offer 3 or 4 different payment options?

We accept 3 times payment thanks to our partner Affirm.

You will be able to choose that payment option on checkout.



Shipping

Where do you ship?

We currently ship to the United-States, Canada, Australia, the UK and Europe.

For shipping outside of these countries, please reach out to our support through our helpdesk.



How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:


- UK: 2-5 days

- Europe: 2-5 days

- United-States: 5-7 days

- Canada: 5-7 days

- Australia: 5-7 days


Your destination not mentioned? 

Get in contact through one of our many communication channels. However, if you prefer email, our main customer service email address is info@saafifrankincense.co.uk

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.



What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.



Will I pay taxes for international shipping?

Deliveries to both the United Kingdom and international destinations will be charged at check out.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery.

 

 

Returns

Do you accept returns?

We do accept returns in respect to the following conditions:

- The item must have been sold on our online store

- The item shouldn't have been used in any way

- The return or exchange request is made within 28 days of delivery

- The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using our helpdesk.



Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.



Are returns free?

Returns within the UK are free. You can refer to the delivery paper within your package to organize your return.

Returns from outside of the UK are the responsibility of the buyer.

Feel free to contact our support agents through our helpdesk for more details.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

 

Other questions

Do you offer a referral program? How does it work?

We have created a referral program to thank our customers for referring their friends and family. 

To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.

Any of your friends who decide to place their first order using your referral link will get a £10 discount. In return you will be credited to £10 too for helping us spread the word.

For more information, please refer to our referral program terms & conditions.



Do you have physical stores?

We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe, the US and Canada.



Is there a warranty?

We guarantee any of our products made by us and sold through our online store to be free of defects. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

- The item must have been sold on our online store

- The item shouldn't have been used in any way

- The return or exchange request is made within 28 days of delivery

- The return is made within 14 days of the return or exchange request


If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

 

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